Billing issue

[charlesk97304369]

Just in case people are having the same problem, I too have this problem.  I manage a team of 50 licenses, billed every month to the same credit card.  Every few months, on the day of billing, despite the card having plenty of funds, there's a red banner saying 'There's a billing issue'.  Then when I call they always say some variation of don't worry or the bill hasn't been created yet, wait 24 hours, etc.  There have been times when this happens that, in addition, some people's licenses are randomly removed, and those people get an email saying that the admin (me) has removed their license.  Well this makes people mad and interrupts their work.  So they call me and I have to re-assign their license, hoping that I remember who had what.  This has about at least 6 times and I've never been given any explanation even though I've asked it to be escalated, etc.  Basically it's not important enough for Adobe or something. It prevents me from using the product for important clients so I have to find an alternative.   I don't know how bigger companies do it but I'm spending $60K a year, you would think they would care a little.

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved and brancehd from account, payment & plan">

[Anshul_Nautiyal]

Hi @charlesk97304369,

Thanks for reaching out. As checked, there are three active Teams contracts associated with the Adobe ID you used to post this query. Additionally, we noticed a payment issue with one of the contracts. Could you please confirm which contract you are experiencing this issue with?

Regards,
^AN

[charlesk97304369]

The issue we have is with Contract ID E5ECDFB7C27335CC7FBA.

Yesterday the website had this banner (below) and randomly 2 user liceses were removed.  The users called because they received an email that "the license was removed by their admin". 

I checked the credit card company and everything was fine.  I called Adobe and "don't worry it will go through within 24 hours".  Today the banner is gone , I can re-assign licenses, and the problem is fixed I guess. But now we have a 'worry about Adobe day' in our calendar for the billing day of every Month. Some months go buy fine, so it is random. This happened in March 2025 too and we have support notes about the incident and calling Adobe about it - does Adobe? 

In my opinion, if a payment doesn't go through for a regular payment, the system should notify and grant a few days before pulling licenses.  Microsoft 365 does this.

[Anshul_Nautiyal]

Hi @charlesk97304369,

Thank you for providing the details. I understand how disruptive this situation has been for you and your team. Please note that Adobe retries failed Teams payments for up to 30 days before suspension, so services and seats should not be removed immediately on the billing day. The “billing issue” banner may appear during payment processing but typically clears within 24 hours.

That said, you mentioned that two user licenses were automatically removed, and users received an email stating the licenses were removed by the admin. This behavior should not occur automatically.

I recommend reviewing the audit log to confirm whether the licenses were removed automatically or through another action. You can refer to this documentation for guidance: https://adobe.ly/47Bfrbo

I hope this helps clarify the situation. Please let us know if you need further assistance.

Regards,
^AN

[charlesk97304369]

The event log is somewhat useful.  I wish it also showed payment attempts. 

See in the picture, the red boxes show the "system" removing the 2 users at the time of the incident.  The green boxes show us re-assigning the users.  How it chooses the users to target is also a mystery. One was the most recent user.  Another was from many months ago.  Please explain why this happened if you can.

[Anshul_Nautiyal]

Hi @charlesk97304369,

I am checking on this. Will provide you with an update soon. 

Regards,

^AN